Cricket Communications Wins Gartner and 1to1 Media Award
Fairfax, VA – September 16, 2008 – San Diego-based Cricket Communications, Inc., a leading provider of unlimited wireless services, was recognized for their exceptional work in Customer Service Optimization by Gartner and 1to1 Media at the annual Gartner CRM Summit on September 8, 2008.
As part of a comprehensive strategy, Cricket implemented a technical and service strategy solution designed to enhance customer experience and operational efficiency. The system, which was developed by West Interactive Corporation, went live in May in two markets and was successfully expanded to all additional Cricket markets in June, serving over three million customers in cities across 30 states. This implementation marks a major milestone on the CRM roadmap developed in conjunction with Customer Value Partners (CVP).
“Cricket’s significant customer growth in recent years required a new customer service strategy that would allow us to effectively scale our infrastructure, realign the organization for lower total cost of ownership, and adopt technologies that would enable a customer centric approach,” said Charles Hutton, Vice President of Customer Operations, Cricket Communications. “CVP’s customer lifecycle management approach and ability to identify the business, IT and process changes required have allowed Cricket to elevate our customer service to the next level.”
“Cricket has always been committed to delivering the most compelling products and services to its customers, but as its market share increased it became critical to maintain the highest level of customer experience possible,” said Anirudh Kulkarni, Founder and Managing Principal at Customer Value Partners. “We congratulate Cricket on this well-deserved award.”
Cricket is a simple, affordable wireless service offering consumers and local businesses a flat-rate unlimited service over the latest technology, high-quality, all-digital CDMA2000 1X and 1xEV-DO wireless network. Designed for customers whose basic and advanced wireless needs have not been met by traditional communications companies, Cricket is the pioneer of unlimited services with no long-term commitments or credit checks required. Cricket offers customers access to a variety of the latest devices and feature-rich mobile applications such as unlimited text, instant and picture messaging, Mobile Web, popular games, ringtones and wallpapers. For more information on Cricket, visit www.mycricket.com. Cricket services are offered by Leap Wireless International, Inc., headquartered in San Diego, Calif.
Customer Value Partners (CVP) is an information technology (IT) and business strategy consultancy that helps private and public sector clients “Be Better.” We support our clients in the healthcare, national security and public sectors in achieving their mission goals by delivering improved business efficiency, workforce optimization and practical application of emerging technology. Our seasoned professionals provide experience-based solutions across our four core competencies: Agile Systems Integration, Cybersecurity, Performance Transformation and Analytics, and Training and Strategic Communication. Based in Fairfax, Virginia, CVP has developed a nationwide operational reach. CVP has been independently appraised at Maturity Level 3 of the CMMI Institute’s Capability Maturity Model Integration. [ Read More ]